Kenadi Kolz
ThedaCare Regional Medical Center
Appleton,WI
1
Certification
7
years of professional experience
Dynamic Customer Support Team Lead at ThedaCare Regional Medical Center, skilled in enhancing service quality and efficiency. Proven track record in employee onboarding and public speaking, fostering team collaboration to resolve complex issues. Developed impactful training materials and strategies, driving continuous improvement in customer satisfaction and operational excellence.
Work History
Customer Support Team Lead
2 Years 5 Months- Led customer support team to enhance service quality and efficiency.
- Managed daily operations of customer support department to ensure efficient service delivery.
- Collaborated with cross-functional teams to resolve complex customer issues, enhancing overall customer satisfaction.
- Developed and implemented strategies to improve customer service processes and procedures.
- Trained new team members on company policies and customer service tools.
- Updated and enhanced staff training materials to improve employee knowledge, consistency, and confidence when handling patient phone interactions.
- Addressed customer complaints through effective communication and problem-solving. or answered customers' questions.
Customer Service Representative
1 Year 7 Months- Answered inbound calls and chats to enhance customer experience.
- De-escalated problematic patients' concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Educated customers on billing procedures, processed payments, and set up payment options for convenience.
- Educated patients on financial assistance options.
- Maintained compliance with laws, regulations, and policies to uphold service integrity.
Captioning Assistant
2 Years 7 Months- Planned, placed, and synchronized captions with dialogues to enhance accessibility and viewer understanding
- Generated error-free transcripts through precise capturing and thorough proofreading to ensure accurate communication
- Executed typing tasks for corrections and other text
- Type at an average of 60 words per minute or higher
Education
High School Diploma
Skills
Effective communication
Issue resolution
Performance management
Onboarding new employees
Employee onboarding
Process improvement
Team collaboration
Training design
Time management
Service optimization
Editing and proofreading
Public speaking expertise
Certification
- Hootsuite Platform Certification
- Hootsuite Social Marketing Certification
Timeline
Customer Support Team Lead
ThedaCare Regional Medical Center
06.2024 - CurrentRead More
Customer Service Representative
ThedaCare Medical Center
11.2022 - 06.2024Read More
Captioning Assistant
CapTel Inc.
04.2020 - 11.2022Read More
Kimberly High School
High School Diploma
Read More